Download CHAPTER 3: Communication Skills

CHAPTER 3: Communication Skills
VIDEO TITLE:
“Pike Place Fish Market”
RUNNING TIME: 14:45
RELEVANT CONCEPTS:
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Power of personal choice
Negative versus positive communications
Importance of coaching
Empowerment
The future and uncertainty
OVERVIEW:
By stressing coaching techniques at all levels this video discusses the importance of
communication in business success.
DISCUSSION QUESTIONS:
1.
What do you think makes Pike Place Fish Market employees so successful?
2.
How would you describe the style of communication used at Pike Place Fish?
3.
Recall the discussion of Theory X, Theory Y, and Theory Z from the previous chapter.
Which style best characterizes the leadership at Pike’s Place.
SUGGESTED ANSWERS TO DISCUSSION QUESTIONS:
1.
What do you think makes Pike Place Fish Market employees so successful?
Yokoyama and Bergquist have created a workplace that encourages teamwork. A team is
a small group of people with complementary skills who are committed to a common purpose. The
employees of Pike Place represent a team. Common commitment is the essence of a team, and is
a prerequisite for working at Pike Place. According to Yokoyama, applicants realize that they
aren’t just applying for a job opening, they are applying for the opportunity to try out for the
team.
2.
How would you describe the style of communication used at Pike Place Fish?
Communication at Pike Place Fish is primarily oral, and primarily positive. It is shaped
by the philosophy of “personal choice.” Every employee understands that he or she has the ability
to change the future. A key tool in achieving success is coaching—employees are encouraged to
share knowledge and skills and coach others. Coaching occurs at all levels of the organization and
even the newest hire is empowered to coach those at the highest levels if appropriate. This
indicates the ability for employees to exert influence at all organizational levels. Another theme
that runs through Pike Place is empowerment, giving everyone in the organization the ability to
satisfy customers. One employee describes this as “aligning purpose.” Everyone knows that their
contribution is important and that they can make a difference.
3.
Recall the discussion of Theory X, Theory Y, and Theory Z from the previous chapter.
Which style best characterizes the leadership at Pike’s Place.
John Yokoyama describes his transaction from authoritative boss (Theory X) to a more
democratic boss (Theory Y.) His shift from complete decision control to group participation has
also coincided with the financial success of the organization. By his own admission, Pike Place
was near closing when she and Bergquist began reshaping the company’s employment
philosophy. An interesting discussion is whether there is a link between participative
management and profit.